Professional communication of a waiter with a client
According to independent statistics, the greatest influence on the client’s experience of visiting a restaurant is not made by the interior or the sophistication of dishes, not dishes for stylish serving, but by service. Of course, we are talking about “ordinary” visitors, not burdened with experience in the field of HoReCa. It is they who bring profit to the restaurant, and it is precisely on them that it is worthwhile to focus primarily on institutions of any format.
By orientation, we mean building such relationships with the client, in which he is most likely to be satisfied. It means that it will return, which means it will bring profit. The communication tool of the waiter should be considered the main tool to attract the visitor. Yes, the speed of service and its quality (at least from the point of view of dexterity), but pleasant, disposable communication are undeniably important, which can brighten up some of the shortcomings in the restaurant process.
The specialists of the KlenMarket.ru online store, based on the experience of their own educational trainings, as well as on the reviews of partner restaurants, have compiled a certain set of rules for how a waiter should talk to a client. And, of course, those remarks that he should never utter.
By and large, communication takes place at an advisory level, when it is necessary to help the client make a choice or inform about the time of preparation of the dish. There are also conflict situations that provoke the so-called “difficult” customers who do not like the style of curtains, insufficiently refined porcelain or the color of the waiter’s eyes. But communication skills with such people are used much less frequently. Solving more serious problems is the responsibility of the manager or administrator.
The waiter’s tasks include the ability to answer “complex” customer questions, for example, related to the price of a dish. This also includes the situation where the client is apparently located to make an expensive order, but hesitates. In order for the visitor to have no questions and be motivated by expenses, there is a certain technique, which can be called “Culinary stories”. In the case of a question about the high cost, it is assumed that the waiter is aware of the ingredients of the dish and the process of its preparation. Possessing this information it is quite possible to justify the financial policy of the restaurant.
In the case with the motivation of the client, a very bright fact, the legend of the dish, very often works. That is, if the waiter sees that the visitor delays with the choice and decides whether the menu position is worth that kind of money, he can tell a certain fact that translates the dish or drink into the category of “legendary” ones. For example, “Napoleon’s favorite cognac”, “Crown dish of our cook, who studied in Italy.” Well, or something simpler: “A unique offer for our city / region / region” or “For cooking, special hand-made dishes for the restaurant’s kitchen are used.” Thus, the client will have self-justification: how not to try such an exclusive? And the price category of the product will no longer seem excessive. Most likely, the visitor will tell his friends that he will create an advertising effect akin to a viral one.
Another important skill is the ability to save time – both yours and the client’s, due to the ability to orient the latter in the menu and help make a choice. There is a certain subtlety that you should definitely remember: giving preference to one dish, you should in no case belittle the status of the second. The best decision would be advice based on one of the factors:
Individual requests: for example, you were visited by a client who is fasting, or even just in a hurry – offer him a dish suitable for the situation.
Take into account taste preferences: spicy, sweet, with garlic, with mayonnaise. Finding out that a person loves more will not be difficult. If the choice is between stewed and fried, the waiter should say the following: “If you prefer spicy, then fried with spices is more suitable … (substitute the right dish)”. Again, it is assumed that the restaurant employee is thoroughly aware of the contents of the menu.
You can orient the guest according to previously ordered dishes. It should be based on compatibility to taste or gastronomic culture. Similarly, you can help with drinks.
Well, another criterion is context. Sitting with friends with beer and the Boar’s Knee or celebrating a serious event with the chef’s crown dish – all these are guidelines that the waiter should read, consider and voice to the guest.
A more general case is when the client does not just choose between two dishes, but does not know what he wants. For establishments with an extensive menu, this can be a serious problem. Here it is worth resorting to tactics of leading questions, first by orienting yourself on the product: “Do you prefer meat / fish / vegetables?”. The same goes for drinks.